IT Technical Support & Operations Engineer/Advisor

IT Technical Support & Operations Engineer/Advisor   

Unit: IT Infrastructure and Operations – IT, Systems and Data - Internal Operation (FSC) in collaboration with ICT Operations & Cyber Security Support (IDS) 

Preferred locations: La Paz (Bolivia)

Duration: 1 year with possibility of extension

About us  

SOS Children's Villages, founded in 1949, is the world's largest non-governmental organization focused on supporting children and young people without parental care, or at risk of losing it.  

Child neglect, abuse and abandonment is everywhere. Families are at risk of separation. Locally led, we work in more than 130 countries and territories to strengthen families who are under pressure so they can stay together. When this is not in a child or young person's best interests, we provide quality care according to their unique needs.  

Together with partners, donors, communities, children, young people and families, we enable children to grow up with the bonds they need to develop and become their strongest selves. We speak up for each child's rights and advocate for change so all children can grow up in a supportive environment. 

They contribute to the leadership of SOS SOS Children's Villages International (CVI) including enabling sound budgeting and financial management by leaders and managers in the two units: FCS (Federation Secretariat) and IDS (International Development Support). 

Mission 

The IT, Systems and Data unit (ICT) enables SOS Children’s Villages to deliver its mission through effective, reliable, and secure digital solutions. In close cooperation with the GSC business functions, ICT supports more than 100 Member Associations and the General Secretariat and provides 10+ global platforms that strengthen collaboration, efficiency, and service delivery. Integrated data and analytics turn information into insight, improving decisions, program impact, fundraising, and the use of resources. Through strategic advisory, project support, and innovation, ICT fosters knowledge sharing and synergies across the federation.  

ICT also scans and pilots emerging technologies, so SOS stays on the pulse of digital change and maximizes impact for children, families, and communities. At the same time, ICT sets the standard for robust, secure, and GDPR-compliant IT practices and is working toward ISO/IEC 27001 certification by end of 2027.  

The ICT Infrastructure and Operations area ensures the stable, secure, and efficient operation of SOS Children’s Villages’ global IT environment. It provides core IT infrastructure services, including network, server, storage, endpoint management, and IT security operations. The area enables digital transformation, business continuity, and secure access to information resources across all entities of the federation. 

The Client Service Desk/User Support Engineer role ensures the effective operation, support, and continuous improvement of organisational systems and services that enable productivity, data integrity, and user experience. It combines technical and functional responsibilities, including system administration, user support, process optimisation, and data management. The position provides first- and second-level assistance, resolves incidents, maintains configurations, and ensures compliance with organisational standards. 

By monitoring performance, analysing data, and contributing to process enhancements, the role supports operational excellence, informed decision-making, and the secure, reliable delivery of services across all regions. Collaboration with internal teams and external partners is key to driving standardisation, efficiency, and continuous improvement.   

As part of the ICT Operational & Cybersecurity Support team, the role combines hands-on operational support within the Federation Secretariat (FSC) with structured, catalogue-based support to MAs under the International Development Support (IDS) model. 

Tasks and Responsibilities 

• Operate and maintain organisational systems and platforms to ensure performance, stability, and compliance with standards 

• Provide first- and second-level user support, resolving incidents and service requests promptly 

• Manage user accounts, access permissions, and data integrity across systems 

• Monitor system performance, analyse alerts, and implement improvements for reliability and efficiency 

• Document configurations, processes, and knowledge resources to support consistent operations 

• Support security and compliance initiatives, ensuring adherence to organisational and regulatory requirements 

• Collaborate with internal teams and external partners to enable integration, standardisation, and continuous improvement 

• Contribute to data analysis and reporting to inform decision-making and enhance user experience 

2. ICT Operations Support to Member Associations (IDS Contribution)

• Provide technical support and advisory to Member Associations on ICT infrastructure, connectivity, and system operations  

• Support troubleshooting of infrastructure and network-related issues through remote and occasional on-site engagement  

• Assist MAs in maintaining stable and secure ICT environments aligned with organisational standards  

• Collaborate with cybersecurity teams to ensure secure and integrated ICT operations across environments  

• Support training sessions, webinars, and coaching of MA ICT teams on operational best practices  

• Facilitate knowledge sharing and peer learning across MAs and internal teams  

Responsibilities to Uphold Safeguarding (standards) and Promote a Safe Environment 

As someone working for or on behalf of SOS Children’s Villages, you are responsible for helping to create and maintain a safe and protective environment for staff, as well as for the children, young people, and adult programme participants supported and cared for by SOS Children’s Villages. You are expected to: 

• Commit to the Code of Conduct and reflect on the safeguarding implications of your work on an ongoing basis. 

• Actively participate in team discussions to identify risks and share and apply preventative and mitigation measures and strategies.  

• Integrate safeguarding principles into your daily decisions and tasks. 

• Report any safeguarding concerns promptly and in line with procedures. 

• Promote values-based culture, accountability and zero tolerance of harm. 

Requirements 

• Requires undergraduate degree level preferably in: Computer Science, Information Technology, Information Systems or a related subject 

• Relevant certifications might include ITIL Foundation, Microsoft 365 Fundamentals or equivalent 

• Minimum 5–7 years of relevant experience in IT support, helpdesk operations, or technical service delivery. 

• English and Spanish fluently (C1) 

Technical Skills 

• Operating and maintaining productivity platforms (Microsoft 365, SharePoint, Teams)  

• User account and access management  

• Incident resolution and troubleshooting (2nd-level support)  

• ITIL-based service management processes (incident, problem, change)  

• Documentation of configurations and SOPs  

• Basic automation and scripting (PowerShell)  

• Security and compliance awareness (GDPR, access control)  

• Advanced automation and workflow scripting (desired) 

• Data analysis and reporting (Excel, Power BI)  (desired) 

• Cloud administration (Azure AD basics) (desired) 

• Endpoint management tools (Intune or similar) (desired) 

Ways of working:   

• Global collaboration and communication – Working effectively across countries, cultures, and time zones by maintaining clear communication, transparency, and shared understanding within distributed teams.  

• Cross-functional collaboration – Working closely with colleagues across different functions and areas of expertise to combine knowledge, solve problems collectively, and deliver meaningful outcomes aligned with the organisation’s mission.  

• Effective collaboration within matrix structures – Working constructively within solid and dotted reporting lines by maintaining open communication, aligning priorities with both line and functional managers, and ensuring clarity on roles, responsibilities, and expectations to support coordinated delivery across teams.  

• Flexibility and adaptability – Remaining responsive to evolving contexts and adjusting priorities, approaches, and ways of collaboration as projects, services, or organisational demand evolve.  

• Ownership and accountability – Taking responsibility for advancing tasks and initiatives, proactively addressing obstacles, and ensuring that commitments, decisions, and actions are carried through to completion, taking initiative within your scope of responsibility rather than waiting for direction.  

• Strengthening member associations and their autonomy – Ensuring that knowledge, tools, and lessons from projects and services are shared with member associations so they can learn from the work carried out and progressively strengthen their capacity and independence.  

• Continuous feedback and transparency - Contributing to a culture where feedback and data are shared openly and constructively, enabling teams and stakeholders involved to reflect, learn, and continuously improve their work and impact. 

What We Stand For  

 
SOS Children’s Villages is committed to creating and maintaining a caring and protective environment, which promotes its core values, and prevents and addresses child abuse and exploitation. We strongly condemn all forms of child abuse and exploitation, be it within or outside of our organization, and always respond to any case of proven, alleged or attempted abuse within our sphere of influence according to its nature. Efforts ensure that mechanisms are in place to raise awareness, aid prevention, encourage reporting and ease response. They range from human resource development actions such as training and counselling to measures such as suspension, dismissal, and legal action.  

SOS Children’s Villages is committed to creating and maintaining a safe working environment for our staff, the children and young people and the communities that we work for. The organization prohibits harassment, exploitation and abuses by or of any employee, supervisor, manager, child, young people, community, contractor, applicant, or other individual with whom SOS Children’s Villages employees come into contact by virtue of their work. All employees are expected to carry out their duties in accordance with our prevention and protection against Sexual Harassment, Exploitation and Abuse policy.  

In addition, SOS Children’s Villages apply a zero-tolerance concerning any fraud situation. The organization does not charge a fee at any stage of the recruitment process.  

Successful candidates will have to submit a criminal record certificate, current within the last three years. In accordance with the organisation’s child protection policy, these positions will be subject to criminal record checks.  

How to apply? 

If you are interested in this position, please send your detailed application in English through ICISMs here: Job Listings at SOS Children's Villages International until 25.5.2026. 

Please note that applications will be reviewed and suitable candidates will be contacted for interviews on an ongoing basis. The position will remain open until filled.